TELUS Health MyCare™prescriptions
Answers to common questions regarding prescriptions.
How do TELUS Health MyCare prescriptions work?
What medications can be prescribed by our doctors?
Our doctors can issue prescriptions for most drugs when medically appropriate. However, our doctors may be unable to prescribe medications that require an in-person assessment by a physician who has an established relationship with you. This includes, but is not limited to, opiates, benzodiazepines and some stimulant medications.
Why do I require tests to get my medication?
Our priority is always to provide safe care for our patients. Lots of commonly prescribed medications require monitoring to ensure that they are working well and that there are no side effects. Side effects don’t always show symptoms, so lab tests or other monitoring tests may be required.
When does my prescription expire?
Your prescription will expire 28 days after being issued. If you have not filled your prescription within this time, you can book another appointment and speak with a doctor to replace your prescription.
Can I have my prescription filled in another province/territory?
If you are travelling outside of your province or territory of residence, you can still send your prescription to a local pharmacy location for pick-up or have it delivered to a local address. However, we recommend that you call the pharmacy in advance to confirm if they will accept your out-of-province prescription.
Why can’t I get my specific medication from TELUS Health MyCare anymore?
Our priority is always to provide safe care for our patients. We regularly review our prescribing policies to meet best practice and this may mean that we are no longer able to prescribe a medication that was previously prescribed through our service. You can book an appointment with our doctors to discuss alternative treatment options. We apologize for any inconvenience.
Pick up your prescriptions
How will I know when my prescription is ready to be picked up at the pharmacy?
Most prescriptions are typically ready within a day. However, specific wait times vary by location so we suggest contacting the pharmacy directly to confirm your medication will be ready before you arrive. Also, remember to check the opening hours for the pharmacy location before arriving.
Note
: If it’s your first time filling a prescription at the pharmacy you selected, you will have to go in-person to show your ID before they prepare your medication.How do I pick up my prescriptions?
Here are the steps:
- Select prescription pick-up: After your appointment, you will receive a notification in the app indicating that you have a prescription. If you don’t get this notification, you can also go toHome> Tap theProfileicon in the top-right > SelectNotifications> Select theYou have a prescription. Tap to fulfill your prescriptionnotification > SelectLocal pharmacy
- Choose a local pharmacy: Choose a pharmacy that is displayed on the screen or tapAdd a pharmacy, then enter its name or postal code in the search bar > Choose your pharmacy of choice and then tapSelect pharmacy
- Check that your prescription has been sent: You will receive a notification in the app when we have confirmed that your prescription has been digitally faxed to your selected pharmacy. Note that if you action your prescription outside of our Support hours, it may be sent to the pharmacy the following morning when our Support team is online again
- Get your medications: To check if your prescription is ready for pick-up, contact the pharmacy directly before you go there. The pharmacy you chose may have prescription delivery services. If interested, please contact them directly to inquire if this is available to make arrangements. Otherwise, you’ll need to collect your prescription directly from your pharmacy. If it’s your first time filling a prescription at the pharmacy you selected, you may be asked to go in-person to show your ID before they prepare your prescription. There are no additional costs for TELUS Health MyCare prescriptions compared to prescriptions from your family doctor’s office
Get your prescriptions delivered (through TELUS Health Virtual Pharmacy)
How does prescription delivery work?
If you are in British Columbia, Alberta, Saskatchewan or Ontario, you can choose to have your prescription delivered right to you. Here’s how it works:
- Select prescription delivery: After your appointment, you will receive a notification in the app indicating that you have a prescription. Go to theHometab >Profileicon on the top right >Notifications> Select theYou have a prescription. Tap to fulfill your prescriptionnotification > Make sure you are on theTELUS Deliverytab
- Add or select your delivery address: You will be able to add your delivery address or select a previously-entered delivery address. Delivery is currently available in BC, AB, SK and ON
- Confirm your delivery details: Review and confirm your delivery details, including delivery address and method. If you want to check if your medication is in stock, compare pricing or have questions about delivery, you can call TELUS Health Virtual Pharmacy through the in-app link after confirming your prescription details and before making payment
- What to expect next: TELUS Health Virtual Pharmacy will send you an email within their operating hours with a code to create your account and confirm your order as well as provide insurance and payment details. This email will also include a phone number you can call if you prefer to order over the phone. In the event that you do not log in to order your prescription, the pharmacy will follow up with you via a phone call.
If you action your prescription outside of TELUS Health Virtual Pharmacy’s hours of operation (Monday to Friday 9am to 5pm local time), you will receive an email from them in the morning of the following business day once they are open again.
Note that the following hours apply:
- 9am to 5pm PST in British Coloumbia or Alberta
- 9am to 5pm CST in Sasketchewan
- 9am to 5pm EST in Ontario or Quebec
Once you log in to the TELUS Health Virtual Pharmacy app using the code and provide your insurance and payment details, your delivery will be confirmed and your medication delivered within the specified time frame (typically within 1 to 3 business days, though delivery to remote areas may take longer). You will receive another notification in the TELUS Health app confirming that your prescription is on its way, as well as an email with a tracking number to check the status of your package.
If you prefer to order the prescription over the phone, you can always contact the pharmacy directly using the phone number that will be sent to you via email.
For further information about the delivery process, please visit
teluspharmacy.com
.Before you create an account with TELUS Health Virtual Pharmacy, please make sure you understand their
Terms & Conditions
and Privacy Commitment
.How much does prescription delivery cost?
TELUS Health Virtual Pharmacy typically provides delivery at no cost to you. As with any pharmacy, there is still a dispensing fee and in some cases, a cost may apply for delivery to remote postal codes, but you would be informed of this prior to payment.
When are prescriptions delivered?
Prescriptions are delivered Monday to Friday, and TELUS Health Virtual Pharmacy operates Monday to Friday during the following hours:
- 9am to 5pm PST in British Coloumbia or Alberta
- 9am to 5pm CST in Sasketchewan
- 9am to 5pm EST in Ontario or Quebec
How soon can I get my prescription delivered?
TELUS Health Virtual Pharmacy typically offers delivery within 1 to 3 business days. For most urban and suburban locations, shipments arrive the next business day Monday to Friday between 9am to 5pm. Delivery may take longer for some remote areas.
Note that if you action your prescription outside of TELUS Health Virtual Pharmacy’s hours of operation (Monday to Friday 9am to 5pm local time), the prescription will be processed the next business day and your prescription will be delivered by the following business day.
For specific details on delivery please visit
teluspharmacy.com
. Will I be able to get prescriptions delivered from my regular pharmacy?
Some pharmacies offer prescription delivery services. If interested, please select your regular pharmacy for pick up in-app and contact them directly to inquire if this is available to make arrangements.
We only offer prescription delivery in-app through TELUS Health Virtual Pharmacy.
What happens if I’m not home at the time of delivery?
If you are not home at the time of delivery, you may have someone else over the age of 19 sign for your delivery. ID may be requested to verify age.
Depending on the delivery partner, a re-attempt for the delivery will be made or you will be notified that your package has been sent to a local depot where you can pick it up. If the re-attempts are not successful or you do not pick up the medication from the depot, it will get returned to TELUS Health Virtual Pharmacy. There are no additional costs for this return.
What if I have further questions on my prescription delivery?
For questions or issues about a specific prescription delivery order in progress, you can visit
teluspharmacy.com
or contact TELUS Health Virtual Pharmacy directly: - 1-888-921-0466 for Eastern Canada (NB, NL, NS, ON, PE)
- 1-855-370-7979 for Western Canada (AB, BC, NT, YT)
- 1-866-318-0047 for Central Canada (MB, NU, SK)
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